Call Center Manager

Works with the PM to determine call center operational strategies by conducting needs assessments, performance reviews, and capacity planning. Establishing technical specifications, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. Accomplishes organizational goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments. Maintains communications with Call Center supervisor staff in addition to personnel at Headquarters to create and maintain efficient process; address emerging technical and administrative issues; and maintain situational awareness of issues affecting call responses. Interfaces with COR as required to meet the contract requirements. Ensures Quality Assurance metrics are in place and facilitate proper reporting to the government. Ensure all Call Center SOPs are updated as needed and SOPs are created for any new programs or lines of business. Additional duties as assigned by the COR associated with the Call Center. Bachelor's degree and five years of experience; or a master's degree with four years of experience; or an associate degree with eight years of related experience; or 10 years of related experience with no degree. Minimum 5 years of experience in responding to requests for information and searching automated systems for data. Ability to obtain a Public Trust. Prior law enforcement or immigration related experience is preferred. Knowledge and experience working with RAD Apps; to include CRM tools. Excellent reading comprehension, writing and communication skills that include the ability to effectively communicate with personnel of various backgrounds. Proficiency in Microsoft Office Programs.